GN Group - Amazon Connect Tools
UC Analytics, Management & Self-service
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Call Volume Heatmap
Reporting, analytics and real-time statistics for Unified Communications. Visualize call volumes, queue performance, and agent activity across all regions.
Call Forward Report
Analyze call forwarding and transfer patterns with detailed reports. See complete transfer chains, identify who forwards to whom, and track transfer frequency across queues and agents.
Real-Time Dashboard "TANK"
TANK = Team Activity & Network Knowledge. Live Amazon Connect metrics and agent status monitoring. View real-time agent availability, queue statistics, call volumes, and service levels with auto-refresh and configurable tiles.
Reporting Portal
Generate on-demand reporting for managers and supervisors with 90-day CTR analytics. Run queue performance, agent performance, and trend reports with queue filtering and CSV export.
Callback Admin Portal
Manage scheduled callbacks for customer service. View, edit, and remove callback requests across all regions. Monitor callback queues and customer contacts.
Callback WebWidget
Create and manage embeddable callback widgets for websites. Configure widget appearance, schedules, and queue routing. Generate embed codes for easy integration.
Connect Event Viewer
Search and analyze CloudWatch logs from Connect Lambda functions. Search by Contact ID, detect known issues automatically, and get direct links to AWS documentation.
Abandoned Calls Portal
Track calls abandoned before reaching a queue. Search by phone number or queue, analyze abandonment patterns, and generate reports with charts and export capabilities.
Cleanup Report
Identify inactive queues and users with no activity for 3, 6, or 12 months. Generate cleanup reports to help maintain your Connect instance by removing unused resources.
Prompt Management
Manage Amazon Connect prompts using Data Tables. Edit prompt text across multiple languages, track changes with audit trails, and organize prompts by flow or function.
Schedule Management
Manage Amazon Connect Hours of Operation and schedule overrides. Create holiday schedules, extended hours, and special date overrides with full audit tracking.
Skills Based Routing Portal
Manage Amazon Connect user proficiencies for skills-based routing. View, add, and remove agent skills and proficiency levels across all users. Streamline skill assignment and routing configuration.
Queue Assignment Lookup
Search for queues and view all agents assigned to them, including routing profiles, priorities, and delays. Discover agent assignments across all routing profiles, even for agents who haven't taken calls yet.
Connect Number Search
Browse available Amazon Connect phone numbers beyond the console's 5-at-a-time list, filter by country/type/prefix, and claim one or many numbers at once.
Custom CCP
Agent softphone with Amazon Connect integration. Make and receive calls with real-time contact details, manual outbound dialing, call history tracking, and integrated Cato Dashboard access.
Amazon Polly TTS
Preview Connect prompts with Amazon Polly Neural voices. Convert text to speech with SSML support, test prompts in multiple languages, and copy formatted text directly to Amazon Connect.
Queue Message Manager
Manage multi-language IVR messages for the Position in Queue system. Edit announcement templates for each stage of the customer journey β first announcement, position improved, unchanged, or worsened β across all supported languages.
Connect Flow Testing
Run Amazon Connect's built-in test cases against migrated flows and validate that every prompt, queue, Lambda, and sub-flow reference still resolves in the destination instance.
Flow Content Search
Search across all Amazon Connect contact flows and flow modules for queue names, Lambda ARNs, phone numbers, or any text. Index flows from all regions and find exactly where resources are referenced.
Connect Mapping
Trace the full dependency graph from any phone number: flows, sub-flows, queues, routing profiles, agents, Lambda functions, and modules. Essential for migration planning and flow optimization.
AWS Backup
Manual backup tool for AWS resources. Download Lambda functions, S3 content, Connect flows & modules, and Data Tables as ZIP files directly to your local PC. No AWS storage costs.
AWS Security Audit
Run on-demand security checks across your AWS account. Scan S3 bucket permissions, security groups, IAM key rotation, MFA status, CloudTrail logging, Lambda runtimes, and more.
Blocked Numbers
Manage blocked inbound callers across Connect instances. Add, remove, and bulk-import phone numbers. Connect flows invoke a Lambda to check callers in real time via DynamoDB.
Connect Migration Tool
Discover and replicate Amazon Connect resources between instances. Migrate queues, flows, routing profiles, security profiles, hours of operations, and users with dependency-aware ordering and ARN remapping.